Search results

The concept and practice of e-services has become essential in business transactions. Yet there are still many organizations that have not developed e-services optimally. This is especially relevant in the context of Indonesian Airline companies. Therefore, many airline customers in Indonesia are still in doubt about it, or even do not use it. To fill this gap, this study attempts to develop a model for e-services adoption and empirically examines the factors influencing the airlines customers in Indonesia in using e-services offered by the Indonesian airline companies. Taking six Indonesian airline companies as a case example, the study investigated the antecedents of e-services usage of Indonesian airlines. This study further examined the impacts of motivation on customers in using e-services in the Indonesian context. Another important aim of this study was to investigate how ages, experiences and geographical areas moderate effects of e-services usage.

The study adopts a positivist research paradigm with a two-phase sequential mixed method design involving qualitative and quantitative approaches. An initial research model was first developed based on an extensive literature review, by combining acceptance and use of information technology theories, expectancy theory and the inter-organizational system motivation models. A qualitative field study via semi-structured interviews was then conducted to explore the present state among 15 respondents. The results of the interviews were analysed using content analysis yielding the final model of e-services usage. Eighteen antecedent factors hypotheses and three moderating factors hypotheses and 52-item questionnaire were developed. A focus group discussion of five respondents and a pilot study of 59 respondents resulted in final version of the questionnaire.

In the second phase, the main survey was conducted nationally to collect the research data among Indonesian airline customers who had already used Indonesian airline e-services. A total of 819 valid questionnaires were obtained. The data was then analysed using a partial least square (PLS) based structural equation modelling (SEM) technique to produce the contributions of links in the e-services model (22% of all the variances in e-services usage, 37.8% in intention to use, 46.6% in motivation, 39.2% in outcome expectancy, and 37.7% in effort expectancy). Meanwhile, path coefficients and t-values demonstrated various different influences of antecedent factors towards e-services usage. Additionally, a multi-group analysis based on PLS is employed with mixed results. In the final findings, 14 hypotheses were supported and 7 hypotheses were not supported.

The major findings of this study have confirmed that motivation has the strongest contribution in e-services usage. In addition, motivation affects e-services usage both directly and indirectly through intention-to-use. This study provides contributions to the existing knowledge of e-services models, and practical applications of IT usage. Most importantly, an understanding of antecedents of e-services adoption will provide guidelines for stakeholders in developing better e-services and strategies in order to promote and encourage more customers to use e-services. Finally, the accomplishment of this study can be expanded through possible adaptations in other industries and other geographical contexts.

This paper aims to explore the consumers’ and service-providers’ perspectives on the factors influencing adoption of e-services in rural India. The purpose is to enable better diffusion of technology for societal development in this digital era.

Using qualitative-based multiple-participant interviews, this study explores the factors affecting e-service adoption from two different perspectives. While interviews were conducted in five villages with 14 respondents to find out the perspectives of the consumers, this study also explores the service-providers’ perspectives through interviews conducted among 11 managerial respondents.

Catering to personal needs, improving perceived usefulness, value-added options, data analytics for better understanding customers and improving service delivery of the e-service are the major factors identified by the service-providers. The study also concludes that convenience, compatibility, societal influence and availability of value-added addition of the e-service are decisive in e-service adoption from the perspectives of the consumers.

The first limitation of this research is that there can be common method bias. Second, there were overlapping themes.

This study can help researchers working on the adoption of e-services in under-developed/developing countries. The findings of this study may help industries to focus on the determinants while designing the e-services for improving their rate of adoption.

This study will help in better diffusion of e-services in rural areas, which in turn will help in societal development in this digital era.

The focus is on societal development through the adoption of e-services in rural areas. To the best of the knowledge of the researchers, no qualitative study has been performed to capture the perspectives of both the service-providers and the consumers on the adoption of e-services in India.

The purpose of this study is to understand why individuals choose to avoid using e-services due to security concerns and perceived risk when these factors are affected by the perceived degree of government cybersecurity preparedness against cyberattacks.

The authors adopt the information systems success model to predict the role of government security preparedness efforts in influencing the determinants of e-services avoidance. The conceptual model includes four variables: security concerns, perceived risk of cyberattacks, perceived government cybersecurity preparedness and e-services avoidance. Data from 774 participants were used to analyze our conceptual model.

First, the findings show that security concerns regarding personal information safety and perceived risk of cyberattacks are barriers to e-services use, with the former having a stronger effect. Second, the findings showed that perceived government cybersecurity preparedness significantly reduces security concerns and perceived risk of cyberattacks. Third, the post hoc group analysis between individuals with a bachelor’s degree or higher versus those without a bachelor’s degree showed that the effect of both security concerns and perceived risk of cyberattacks on e-services avoidance was greater for individuals without a bachelor’s degree. The same relationship between perceived risk of cyberattacks and e-services avoidance was not supported for individuals with a bachelor’s degree or higher.

Extant privacy research fails to adequately examine the role of institutional factors, such as government efforts, and how these mitigate or amplify cybersecurity concerns and risks related to e-services. This research takes the first step toward addressing this limitation by examining the influence of government cybersecurity preparedness efforts on the determinants of e-services avoidance.

The relationship between citizens and government has been gradually changing from government centered to citizen centered. These changes can be understood from the public value perspective, which is a promising way to foster the use of electronic services (e-services) by citizens. The purpose of this paper is to analyze how key drivers for public value creation can enhance adopting electronic public services by citizens. The use of e-services as a basis for applying smart technologies is also discussed.

A qualitative study based on both a systematic literature review and a case study of an e-service provided by a Brazilian state government.

The study identifies that creating public value happens only after adopting e-services and that public value can be perceived directly by those who use the service or indirectly by the observation of people who have adopted it. A two-dimensional framework showing the direct and indirect factors that drive public value creation is proposed based on the data collection and literature review.

The proposed conceptual framework remains untested and the data collection in the Brazilian context might be a limitation. Other studies could gather data based on the collective uses of e-services.

The framework can be used in other studies concerning public value creation. Public managers might consider its drivers when planning e-services as a way to link them to social, political and collective issues in addition to smart technologies.

While governments have invested in broadband infrastructure to ensure universal access, researchers argue that infrastructure alone does not guarantee internet use. The purpose of this paper is to investigate the effectiveness of one such government initiative on households’ internet adoption and use.

The authors used data from 2002 to 2014, including two choice experiment surveys and broadband access and subscription data.

The results of Survey 1 show that urban households valued existing e-services more than rural households, indicating the importance of government investment in broadband access. The results of Survey 2 show that when a publicly funded new broadband network equalized access costs, rural households valued overall e-services more than urban households, highlighting the dual role of access to e-services and their perceived benefits. Importantly, these results suggest that rural households resist social change, which lowers their valuation of certain new publicly funded e-services.

These findings extend the digital divide literature by providing empirical support for the applicability of the global village vs urban leadership framework in households’ valuations of e-services.

While the government has worked diligently to enhance access, it also needs to focus on the types of content and services and better communication with communities.

Recent research has focused on inequities in skills and usage, not internet access. Furthermore, the authors examined the inequality in benefits of access to meaningful e-services and better communication with beneficiaries.

Based on the stimulus-organism-response (SOR) framework, this paper aims to analyze the influence of environmental factors (e.g. competitive pressure) on the firm’s evaluations (i.e. perceived risk and convenience) and response (intention to purchase e-services).

A model is tested with data from a survey with 430 micro- and small-sized enterprises (MSEs) in an emerging country. The following constructs were measured: external factors, data security, lack of knowledge, perceived risk, convenience and purchase intention. Company size, internet use and previous experience were control variables.

MSEs’ intention to purchase e-services is strongly influenced by convenience, which in turn is more affected by external factors. Perceived risk is mainly affected by lack of knowledge and data security. Overall, the model supports the mediating role of perceived risk and convenience in the relationship between Stimuli factors (external factors, data security and lack of knowledge) on response (purchase intentions). For instance, data security influences purchase intention only through the mediation of perceived risk and convenience.

Firms interested in providing e-services for MSEs should improve the perceived convenience of e-commerce. At the same time, they can also reduce the lack of knowledge and increase data security to reduce the perceived risk of the decision-maker.

This paper demonstrates mediating effects of perceived risk and convenience, considering a SOR framework, as well as the analysis of business-to-business e-services in an understudied context, i.e. MSEs in an emerging country.

The paper aims to examine ways to reduce privacy risk and its effects so that adoption of e‐services can be enhanced.

Consumers that form a viable target market for an e‐service are presented with the task of experiencing the e‐service and expressing their attitudes and intentions toward it. Structural equation modeling is used to analyze the responses.

The paper finds that consumer beliefs that the e‐service will be easy to use and that the e‐service provider is credible and capable reduce privacy risk and its effects, thus enhancing adoption likelihood.

The focus on a financial services product (online bill paying) suggests that similar research should be conducted with other high‐risk e‐services (such as those dealing with healthcare) and lower‐risk e‐services (such as subscription services and social networks).

In addition to addressing consumers' privacy risk directly, e‐service providers can also reduce privacy risk and its effects by enhancing corporate credibility and perceived ease of use of the service. Increased assessments of privacy risk perceptions and efforts to reduce those perceptions will likely yield higher usage rates for e‐services.

The use of the technology acceptance model from information systems research, combined with a multi‐faceted conceptualization of privacy risk, moves the examination of privacy risk to a higher level, particularly in light of the examination of the additional factors of perceived ease of use and corporate credibility.

This chapter serves to recognize the uniqueness of the moment; the number of new users of e-services worldwide will double during 2015–2108 (moving from 2 billion users mostly living in the developed nations to an additional 2 billion users mostly living in developing nations). This radical embrace of new e-service technologies will substantially improve the quality of lives for most residents globally. A profound happening occurring now! The new technologies combine rapidly delivering of a multitude of services at extremely low cost to adopters now having extremely low incomes relative to residents living in developed nations. Adoption of e-service among residents in developing nations ends the debate as to whether or not marketing to the “bottom of the pyramid” is possible. The more relevant issues focus on describing and explaining e-service adoption processes in developing nations. How are these processes being implemented? What obstacles had to be overcome in achieving these adoptions? How were these obstacles overcome? Read this volume for research providing useful answers to these questions.

This chapter expands on responding to the need made explicit in Chapter 1, Volume 23A. Business executives need deep knowledge on how developing nations are now (2015–2020) going global via the internet. The number of new users of e-services worldwide will double during 2015–2108 (moving from 2 billion users mostly living in the developed nations to an additional 2 billion users mostly living in developing nations). This radical embrace of new e-service technologies will substantially improve the quality of lives for most residents globally. A profound happening occurring now! The two main chapters in this volume responds to this need for deep knowledge of how such adoptions occur. The second main chapter in this volume provides a comprehensive conceptualization of digital divide and its impact on e-government system success in Indonesia. The third main chapter in this volume describes the personal and world blocks that occur and must be overcome by consumers seeking to use e-services in Indonesian airlines’ services. This chapter facilitates one to learn how these first-time consumers experience failure and finally achieve success in these E-service adoption processes. The two chapters really are must readings for business executives recognizing the need for new deep knowledge about e-service adoption processes in developing nations.

Security has been a critical matter in the development of electronic services. The purpose of this research is to develop a new model to help e-service practitioners and researchers in the evaluation of e-service security and its effect on quality and intention to use e-services.

According to the literature, 13 security dimensions are extracted. Then, exploratory factor analysis is applied to reduce the number of security dimensions. This step is implemented based on end-users’ perception. Afterward, a hierarchical structure of e-service security is established to calculate the weights of security dimensions applying analytical hierarchy process method by contribution of e-service experts and providers. Finally, structural equation modeling using LISREL is applied to test the proposed theoretical model.

Results indicates that confidentiality, integrity, privacy, authentication, non-repudiation and availability are antecedents of consumers’ perceived security in e-service. Considering the high significance of perceived security, it is concluded that enhanced feelings of security will result in improved perception of quality. Furthermore, it is found that users will intend to use e-service if they feel that the quality of e-service is high.

Few studies have been done on users’ adoption behaviors of e-services and even those few have not investigated users’ security perception as a major factor affecting users’ intention to use e-services. Considering the increasing concerns of users about the security of their personal information and how it affects their adoption behaviors, there is a need to conduct more studies on the factors involved in this procedure. In this study, the concept of security from both perspective of objective security and subjective security is evaluated.